Zendesk

JULY 21, 2021

It’s no secret that the workplace has changed quite a bit over the past year. As companies navigate the uncertainty around reopening and tackle big questions when it comes to how and where they want to work, there’s a lot on the table: What is the new role of the office? How have employee needs changed?

Innovation 85

Innovation Start-ups Technology Technology 85

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. This lack of understanding can be a problem. Don’t be afraid to share personal stories and show how passionate you are about CX.

CX 208

CX Education Social Media Government 208

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. This lack of understanding can be a problem. Don’t be afraid to share personal stories and show how passionate you are about CX.

CX 182

CX Education Social Media Government 182

Fonolo

NOVEMBER 15, 2022

They’re a staple of almost every workplace, and call centers are no exception. If your agents aren’t satisfied in their daily work, or they’re not doing their job properly, it can spell disaster down the road. And agents have a hand in how the interaction goes as well. When it comes to performance reviews, preparation is key.

Outlook 127

Outlook Contact Center Touchpoint Technology 127

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. Unlocking the power of VoC feedback is vital to the success of any business.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. This also leads to being more productive and efficient in your work. Adeel Shabir.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Execs In The Know

JANUARY 8, 2023

No matter what industry you’re in, as a CX leader it’s important to stay on top of current outsourcing trends and strategies as you navigate the ecosystem. In this article, we’ll discuss the trends and strategies that we’re currently seeing in the industry that could shape the outsourcing sector in the year ahead.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Shep Hyken

NOVEMBER 12, 2021

Christan Hiscock is the CEO and co-founder of Kardia Financial Group , an organization that believes that the financial services industry should not be solely focused on dollars, but on helping people truly get to the heart of their financial goals. For us, that means our team members have to be able to meet people where they are.

Customer Service 91

Customer Service Start-ups Innovation Customer Loyalty 91

Intercom, Inc.

FEBRUARY 23, 2022

The past couple of years have been … challenging, to put it nicely. Most of us have been working remotely, isolated from friends, family, and coworkers, uncertain of what the future might bring, and it has all taken a toll on our mental health. Take a minute to savor the good things in life, even if it’s just a warm cup of coffee.

Start-ups 118

Start-ups Social Media Education Customer Service 118

Shep Hyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Here is an interesting article from the New York Times about the state of customer service. Here are my top five picks from last week.

Customer Service 72

Customer Service Customer Loyalty Manufacturing Sales 72

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. In fact, in 2019, she literally wrote the book on it – Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

InteractionMetrics

OCTOBER 25, 2023

Objective DEI survey questions helped Orange County Fire Authority build its programs based on science-driven data. True enough, DEI is so much more than a policy , it’s an approach, and a set of priorities. It’s the way an organization conducts itself. But it’s no secret that DEI programs can be controversial.

52

52

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. Thanks to its expansive nature, CX strategies are constantly in flux.

Customer Experience 83

Customer Experience ML Social Media CX 83

Fonolo

JULY 5, 2023

Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. It’s the beliefs and opinions that people hold about your business. Why is Customer Perception Important? Customer perception has never mattered more.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Intercom, Inc.

JANUARY 27, 2022

For a movement that was created to address the lack of female representation in the industry, it can also play into many shallow debates, preconceived ideas, and harmful expectations. And yet, it’s still incredibly necessary. Here’s the thing about Women in Tech. What follows is a lightly edited transcript of the episode.

Engineering 138

Engineering Start-ups Technology Technology 138

VOZIQ

DECEMBER 17, 2020

Did you know that it costs five times more to attract a new customer than to keep an existing one? If a company has a $1 million budget for retention objectives, it would have to spend $5 million to acquire the same number of customers lost. Why You Need Multiple Predictive Models to Retain Your Customers.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Zendesk

MAY 14, 2021

. . . If there’s one silver lining to the pandemic, it’s that we’re all finally talking about mental health in the workplace. People run, people do yoga, people maintain their physical health, and we are starting to recognize that maintaining your mental health is just as important.”. &nbsp. &nbsp.

Start-ups 98

Start-ups AI Customer Experience Management Customer Experience 98

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. Where B2C goes, B2B follows. CX is everywhere.

B2B 122

B2B Innovation CX Education 122

Callminer

MARCH 9, 2020

Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. This article describes how the process can be simplified with software and what you can do get the best scheduling solution for your organization.

Start-ups 182

Start-ups Customer Satisfaction Retail Technology 182

PeopleMetrics

DECEMBER 12, 2019

As psychologist Tom Muha wrote in an article for The Capital, recent polls show that “only 29% of employees in a typical company are actively engaged in their job.”. Employees feel more engaged when they feel that their ideas and efforts are recognized as important and helpful. Ask peers to nominate and vote for employees of the month.

CEM 91

CEM Business Administration Machine Learning Start-ups 91

Fonolo

APRIL 26, 2018

I read countless articles on how to reduce stress in the call center and often wonder, “why is the contact center environment so traumatic?” Well, there are a few reasons for this. Every leading organization understands the importance of having happy people in their front-line staff. Encourage Reps to Read.

Contact Center 83

Contact Center Customer Service Customer Experience 83

ProProfs

JUNE 27, 2019

We brought a plant home and for months it warmed our hearts. In a matter of a few days, it reached an almost dead state. No longer was it a feast for the eyes. And no longer it looked like a healthy plant. You know the reason this happened is that it was not given proper care in the form of sunlight and water.

Start-ups 71

Start-ups Innovation 71

CX Accelerator

MAY 8, 2018

Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground? What roles would they play?

Contact Center 160

Contact Center Start-ups NPS Education 160

Customer Service Life

FEBRUARY 13, 2018

This is an important component to the overarching customer experience. Well, I’m adding a new hashtag – #FreeToHelpYourself. They need to be efficient, productive and contribute to the culture during their time in the office. ” Or perhaps it sounds like, “ Ugh, this cold is kicking my butt. .

Social Media 100

Social Media Customer Service Contact Center Customer Experience 100

Intercom, Inc.

NOVEMBER 17, 2021

Fortunately, it’s not as elusive as you might think, and it can definitely be taught — writing coach Leslie O’Flahavan has spent over two decades doing just so. And then, email went big – so big, in fact, that Leslie realized it would take the corporate world by storm and radically alter the way people wrote at work.

Start-ups 118

Start-ups Social Media Customer Service Government 118

PeopleMetrics

NOVEMBER 1, 2022

While they could be more satisfied, they are unlikely to suddenly change phone providers because of the website’s online store. By contrast, that same customer does all of their banking online, and since they’re visiting that website over and over again, they’re much less likely to let it slide. What do customers expect from banks?

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

Zendesk

MAY 26, 2021

But not everyone agrees on what it is or how to do it well. It’s also the processes that support the teams making good customer service happen. It’s also the processes that support the teams making good customer service happen. It’s not enough for companies to simply provide fast, friendly service.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

PeopleMetrics

APRIL 4, 2017

Hey, we get it – nobody wants to fail. We teach it to our children, and encourage them to learn from their mistakes. And we try to do this ourselves, as well. Because the ability to embrace and learn from (inevitable) failure can be a game-changer when it comes to achieving success. This is a huge mistake.

Gaming 94

Gaming Voice of the Customer Innovation Customer-Centric Organization 94

Beyond Philosophy

JULY 31, 2017

Disney has built its entire brand on engaging its customers through stories. In my business, I use stories to convey messages that will help an organization improve its Customer Experience. In my business, I use stories to convey messages that will help an organization improve its Customer Experience.

Entertainment 125

Entertainment Gaming Start-ups Customer Experience 125

Comm100

SEPTEMBER 29, 2021

So far in the series, we’ve covered: Why You Can’t Afford to Ignore It , introducing the many benefits of digital transformation in customer service, including reduced costs, improved CSAT scores, improved efficiency, and much more. In part four, we’ll look at the security implications of digital transformation in customer service.

Customer Service 81

Customer Service Compliance Start-ups AI 81

CSAT.AI

APRIL 11, 2019

It is what people feel about a company and how they talk about it when the cameras are off. It goes beyond the superficial, easily measurable items like work space, physical tools and pay. “If The success of Virgin across so many platforms is a credit to this approach…and being worth $5 billion is a pretty good metric too.

Sentiment Analysis 52

Sentiment Analysis AI Customer Satisfaction Customer Experience 52

CX Journey

FEBRUARY 2, 2017

Money, personal achievements, or workplace goals – it differs person to person. To ensure your customer service (CS) teams remain motivated, whatever gets thrown at them, you need to make sure you are providing them with the inspiration and tools to do their job well and be happy! But why is this motivation so important?

Customer Service 65

Customer Service Retail 65

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. But 300+ days must be.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Qualtrics

APRIL 30, 2021

Find out what they are, why it's important, and how to do it at every touchpoint. To help you overcome the challenges interviewer bias presents, we’ve taken a closer look at the different types of bias, why you should aim to avoid bias, and shared our tips for how to reduce bias during the interview process.

Scorecard 29

Scorecard Touchpoint Education Innovation 29

Doing CX Right

JULY 24, 2019

However, others debate the validity and usefulness of Net Promoter Score, saying that “the science behind NPS is bad, and it’s been oversold.”. SHOULD NPS SCORES BE TIED TO EMPLOYEE BONUSES? And I’m joined today by Stacy Sherman, a woman that I met about a year ago and have grown to know very well. What resonates most?

NPS 40

NPS Net Promoter Score CX Close the Loop 40

Customer Bliss

JULY 24, 2018

It’s no secret – caring is a fundamental human need that triggers positive feelings. It’s our internal wiring for being empathetic—for treating others as we’d like to be treated ourselves. It’s our internal wiring for being empathetic—for treating others as we’d like to be treated ourselves.

Customer Satisfaction 64

Customer Satisfaction CX Customer Experience 64

CX Journey

MARCH 31, 2015

I define it as: The sum of all interactions that an employee has with his employer during the duration of his employment relationship. It includes any way the employee "touches" the company and vice versa in the course of doing his job. And it can be designed/redesigned. you have to want to be engaged.

Outlook 64

Outlook Business Operations Innovation 64